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myDW - Subscription State Management

Updated

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Affected Roles: Channel Partner (CP) Admins, End Users (EU)

Related DW Software: myDW Health Monitoring Service

Software Version: 2.0.82-3

Last Edit: 06/12/2026

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myDW Subscription State Management

Every Channel Partner (CP), Sub-Channel Partner (Sub-CP), and End User (EU) organization in myDW is governed by subscription states. Understanding these states helps administrators troubleshoot access issues and communicate service changes effectively.

Note: The No Subscription state applies to End User organizations only. Channel Partner and Sub-Channel Partner organizations are subject to the Enabled, Suspended, Disabled, and Deleted states.

This article will outline:
  • The five subscription states and how transitions occur
  • The Sub-Channel Partner (Sub-CP) role in the Subscription workflow
  • Service availability matrices for CP and EU portals per state
  • Automated notification behavior and daily email schedule
  • Quick reference table for rapid state comparison

Supported/Affected Devices:

  • myDW CP (Channel Partner) Portal
  • myDW Sub-CP (Sub-Channel Partner) Portal
  • myDW EU (End User) Portal
  • All organizations managed under the myDW subscription platform

Sub-Channel Partner (Sub-CP) role

A Sub-Channel Partner (Sub-CP) is a subsidary busniess, branch office, or franchise location operating under a Channel Partner. Sub-CPs function similarly to CPs in the subscription workflow but follow the ogranization hierarchy.

Subscription Key Request Routing: 

  • EU -> Sub-CP: When an End User Organization submits a subscription key request, the request is routed to the Sub-CP that manages that organization (not directly to the Channel Partner)
  • Sub-CP -> CP: When a Sub-CP needs to fulfil EU requests, the Sub-CP suubmits their own key request to the channel Partner above them in the hierarchy. 

Sub-CPs can register and activate scubscription keys for their managed EU Organizations. Key registered under a Sub-CP are scoped to that Sub-CPs hierachy and cannot be moved to a different Channel Partner Organization.

 

Subscription States

State flow: No Subscription → Enabled → Suspended (automatic, on expiration) → Disabled (manual or escalated) → Deleted (permanent)
State  Description
No Subscription A newly created EU organization that has never had an active subscription. Limited functionality until a Standard subscription key is activated or a COVA recorder is registered with a valid promotion key.
Enabled
Active / normal operation. All features available per license.
Suspended
Triggered automatically when a subscription expires without renewal. Also applied manually by admin. Limited access retained in some areas (see matrices below). No grace period — transition is immediate.
Disabled
Stricter lockout applied manually or escalated from Suspended. Most functionality blocked. Organization and owner data retained for re-activation
Deleted
Permanent removal — cannot be undone. All organization data removed. Notification sent to applicable CP and sales team

⚠️ Important: 

There is no grace period. When a subscription expires without renewal, the organization automatically transitions to Suspended at the next scheduled state check.

No Subscription vs. Suspended — Both states have similar feature restrictions, but the cause and resolution differ. No Subscription applies to new organizations that have never had a subscription — resolved by activating a Standard key or registering a COVA recorder. Suspended applies to organizations whose subscription has expired — resolved by renewing the subscription.

CP Portal — Feature Availability

The table below shows which Channel Partner portal features remain accessible in Suspended or Disabled
state.
Feature / Action
Suspended
 Disabled
Login
Login Access Y N
Dashboard
Map Y N
Widget Y N
Organization 
View  N N
Edit N N
Alert
View (Current & history) N N
Edit Rules  N N
Report     
View  N N
Add / Edit  N N
User
View N N
Add / Edit / Remove N N
Subscription
View all Organization N N
View usage (ORG) N N
Enter Org Subscription N N
View Keys N N
Register Keys  N N
⚠️ Important: Suspended CP accounts retain login and dashboard visibility (MAP + Widget) but lose all management functions. Disabled CP accounts are fully locked out.

EU Portal — Feature Availability

The table below shows which End User portal features remain accessible in No Subscription, Suspended, or Disabled state.
Feature / Action
 No Subscription
Suspended
 Disabled
Login
Login Access Y Y N
Dashboard
Map N N N
Widget N N N
Recorder
View  Y Y N
Edit Y N N
Access (WEB/APP) N N N
Alert
View (Current/History) N N N
Edit Rules  N N N
Video Share
View Y Y N
Upload N N N
Share N N N
Download N N N
Comment N N N
Report
View  N N N
Add / Edit  N N N
User
View Y Y N
Add / Edit / Remove N *Limited* N N
Subscription
View  Y Y N
Request Y Y N
⚠️ Important:  *Limited — one additional user can be invited during organization creation. Additional users cannot be invited until a Standard subscription is active or a COVA promotion key is registered.

Suspended EU accounts retain login, dashboard, user management, and the ability to request a subscription renewal. Disabled EU accounts are fully locked out.

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For More Information or Technical Support

DW Technical Support: https://www.digital-watchdog.com/contact-tech-support/

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